We are seeking a Salesforce Support Lead to own and elevate our client support function. This role goes beyond issue resolution. You will serve as a trusted advisor to our customers, ensuring platform stability, driving adoption, and identifying opportunities to expand value across Salesforce capabilities.
You will lead day-to-day support operations, create internal processes, utilize developers and use data-driven insights to improve customer outcomes, retention, and expansion.
Key Responsibilities
Client Support & Ownership
- Act as the primary escalation point and senior support contact for Salesforce-related inquiries across multiple clients.
- Lead diagnosis and resolution of complex Salesforce issues, including configuration, automation, integrations, and data integrity.
- Maintain end-to-end ownership of support cases, ensuring clear communication and timely resolution, even when escalated to technical teams.
- Proactively monitor client org health, system performance, and recurring issues.
- Work with Delivery teams to ensure successful handoff to support
Client Trust & Advisory
- Build trusted, long-term relationships with client stakeholders by understanding their business processes and objectives.
- Translate support interactions into advisory conversations, helping clients optimize usage, improve adoption, and avoid future issues.
- Serve as a calm, credible voice during high-impact incidents. No panic. Just solutions.
Metrics, Insights & Upsell Enablement
- Track and analyze support metrics such as:
- Case volume and trends by client
- Resolution time and SLA compliance
- Recurring issue patterns
- Feature usage and adoption gaps
- Identify upsell and expansion opportunities based on:
- Repeated feature requests
- Manual workarounds indicating automation needs
- Under utilized Salesforce modules (Service Cloud, Experience Cloud, etc)
- Partner with Sales and Account Leadership to convert insights into data-backed recommendations, not sales pitches.
Process & Team Leadership
- Establish and improve support workflows, escalation paths, and case management standards.
- Establish trusted relationship with offshore developers and create designs, plans for mroe complex requirements
- Collaborate with Delivery, Product, and Architecture teams to feed real-world issues back into platform improvements.
Documentation & Continuous Improvement
- Own and evolve support documentation, FAQs, runbooks, and training materials.
- Lead root-cause analysis for major incidents and implement preventative solutions.
- Drive a culture of proactive support, not reactive firefighting.
Requirements
Experience & Background
- 5+ years in Salesforce support, administration, or consulting roles.
- Proven experience supporting multiple Salesforce orgs in a SaaS or consulting environment.
- Experience acting as a senior escalation point or support lead.
Technical Skills
- Strong hands-on experience with Salesforce (Service Cloud strongly preferred).
- Salesforce Admin certification required; advanced certifications are a plus.
- Solid understanding of:
- Salesforce configuration and automation
- APIs and integrations
- Data models and reporting
- Comfortable working with ticketing systems such as Monday.com, Zendesk, or ServiceNow.
Leadership & Soft Skills
- Exceptional communication skills, clear, confident, and client-ready.
- Strong analytical mindset with the ability to turn data into action.
- Commercial awareness: understands how support drives retention, expansion, and customer lifetime value.
- Able to juggle priorities without dropping balls. Calm under pressure.
What Success Looks Like
- Clients trust you and ask for your opinion before problems escalate.
- Support metrics improve quarter over quarter and you can explain why.
- Sales and Account teams see you as a growth enabler, not a ticket closer.
- Fewer repeat issues. More proactive improvements. Less chaos.
